New guided process to faster and better support insurance customers
21. 4. 2020
We have introduced new guided process for the insurance company call center agents which guides them through very specific assistance process. The agent just start the CRM process during specific incoming call with specific service. He can see the start icon for the process based on configured criteria, see the screenshot bellow.
This is already second guided process following car assistance. It is built on special customized open ui framework using javascript, jquery, css html5 technology from Boxfusion consulting.
The process makes the assistance for the insurance customer faster and easier. The agent does not have to be specially trained and as it is a seasonal process he does not have to remember all the needed steps. The process easily and fast way guides him and the agent can focus fully on the customer need.
This special assistance business usecase is dedicated for youth organizations which organize summer camps for swiss children. In the case of emergency or need for assistance there is a dedicated number to the La Mobiliar M24 contact centers. The call is routed to the agent and in the Siebel CRM there is customer interaction created with the service identifier. Based on the service and customer interaction Siebel CRM activates button to start the guided process.
We have also integrated seamless loose computer telephony integration with Microsoft Skype without the need of CTI toolbar and Siebel CRM Email integration. Agent just clicks on the mobile or telephone number and automatically a call in Skype for Business is triggered near with creation of customer interaction in the Siebel CRM. Agent just clicks, whether the contact person was reached.
With the collected informations during assistance by just one click the functionality generates email based on spoken language of the support company to notify them. The customer country has 4 official languages.
This is part of the digitalisation of the supporting processes. Such a guided process speeds up the contact center operations, ease the need of more agents and in the future the process can be fully controlled by autonomous CRM. The agent then really need to focus on the human aspect of the customer and its needs.
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